Gbs - Customer Service Management (Csm) Squad

hace 7 meses


San José, Costa Rica Pfizer A tiempo completo

Why Patients Need You

As the GBS CSM Squad Process Analyst, you will help plan and deliver solutions in Pfizer’s Global Business Service’s deployment of ServiceNow, known as Fuse, which is the central hub where all Colleagues go to get their Pfizer services. In this role, we are looking for a colleague that is collaborative and has a passion for using technology to solve problems.

What You Will Achieve

As a key part of the CSM squad, you will be designing and maintaining Information Systems to enable the Global Business Services group support the enterprise. You will be responsible for Customer Services Management Systems Governance, including the revision of manuals, code lists and documentation. You will analyze and validate data between GBS systems and ensure compliance and proper handling of records and documentation. You will also be able to provide system and process information for analysis and decision making, statistical data and other reports as required.

As a Senior Associate, your knowledge and skills will contribute towards the goals and objectives of the team. Your focus and ability to meet team targets will help in completing important deliverables on time. Your innovative use of communication tools and techniques will make it easy to manage difficult issues and help in establishing consensus between teams.

It is your hard work and dedication that will make Pfizer ready to achieve new milestones and help patients across the globe.

How You Will Achieve It
- Work as part of GBS CSM squad to develop project and iteration timelines based on business requests.
- Work directly with various Digital and GBS CSM Business Owners to help define and communicate as-is and to-be business processes within the ServiceNow CSM module.
- Translate business requirements into acceptance criteria for user stories.
- Support the design and development of GBS CSM solutions.
- Develop and organize User Stories that contribute to backlog planning for Agile projects.
- Identify watch items, risks and provide input and recommendations during User story / Backlog Grooming sessions.
- Partner with Testing Team and perform thorough testing, as needed.
- Work with Digital team on automated testing framework needs for the squad.
- Support the delivery of solutions are on-time, and inclusive of the scope committed to the business.

**Qualifications**:
Must-Have
- Bachelor’s Degree or equivalent experience in Computer Science, Business, or an affiliated field.
- Ability to bridge the gap between the Business needs and Digital solutions.
- 3-5 years of experience working with Digital and the business, to design and implement digital solutions.
- Working experience with Agile development methodology.
- Knowledge of corporate enterprise systems.

Nice-to-Have
- Foundational knowledge of ServiceNow.
- Experience with Jira.
- Hands on Service Delivery and Operations experience.
- Able to work in ambiguous situations as part of a project team.
- Ability to manage multiple priorities and work well under pressure.
- Good interpersonal and communication skills.
- Self-motivated and flexible with the ability to work effectively and independently in a dynamic problem-solving environment.
- Innovative mindset with strong delivery-oriented values.
- Ability to make sound decisions to resolve complex issues.

Work Location Assignment: Flexible

EEO (Equal Employment Opportunity) & Employment Eligibility

Pfizer is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, or disability.

People Experience



  • San José, San José, Costa Rica Pfizer A tiempo completo

    About the RoleWe are seeking a highly skilled Customer Service Process Analyst to join our Global Business Services team. In this role, you will play a key part in designing and maintaining Information Systems to enable the Global Business Services group to support the enterprise.Key ResponsibilitiesDesign and maintain Information Systems to enable the...


  • San José, Costa Rica Zscaler A tiempo completo

    Company Description Traditional security companies are becoming less relevant as cloud adoption and digital transformation become the norm in every market industry and in every market segmentation. Zscaler has been a leader in Gartner’s MQ for 10 consecutive years and has helped shape the emerging SASE category (a true category creator). We are well...


  • San José, Costa Rica Kimberly-Clark A tiempo completo

    Customer Service Assistant - Data Management **Job Description**: En Kimberly Clark nos enfocamos en atraer y retener, a las personas más talentosas y profesionales que deseen unirse al mejor equipo global, brindando oportunidades de crecimiento interno así como el mejor ambiente laboral para trabajar. - Nos encontramos en la búsqueda de un(a) Customer...


  • San José, Costa Rica Zscaler A tiempo completo

    Company Description With more than 10 years of experience developing, operating, and scaling the cloud, Zscaler serves thousands of enterprise customers around the world, including 450 of the Forbes Global 2000 organizations. In addition to protecting customers from damaging threats, such as ransomware and data exfiltration, it helps them slash costs,...


  • San José, Costa Rica Kimberly-Clark A tiempo completo

    **Your Job** You’re not the person who will settle for just any role. Neither are we. Because we’re out to create Better Care for a Better World, and that takes a certain kind of person and teams who care about making a difference. Here, you’ll bring your professional expertise, talent, and drive to building and managing our portfolio of iconic,...


  • San José, Costa Rica Kimberly-Clark A tiempo completo

    En Kimberly Clark nos enfocamos en atraer y retener, a las personas más talentosas y profesionales que deseen unirse al mejor equipo global, brindando oportunidades de crecimiento interno así como el mejor ambiente laboral para trabajar. Nos encontramos en la búsqueda de un(a) **Customer Service Assistant - Data Management** para Costa Rica. **OBJETIVO...


  • San José, Costa Rica Pfizer A tiempo completo

    As the GBS Fuse Functional Business Analyst, Manager (J070) you will help plan and deliver solutions in Pfizer’s Global Business Service’s deployment of ServiceNow, known as Fuse, which is the central hub where all Colleagues go to get their Pfizer services. In this role, we are looking for a dynamic colleague that is collaborative and has a passion for...


  • San José, Costa Rica Pfizer A tiempo completo

    Why Patients Need You Pfizer’s Colleague/ HR Shared Services GBS (Global Business Services) team is comprised of dedicated, solution oriented and agile colleagues who think big and challenge the status quo. In this position, reporting to the Site Lead, GBS HR, Core Services, Tampa, you are responsible for executing flawlessly HR operational tasks while...


  • San José, Costa Rica Canonical - Jobs A tiempo completo

    Our mission is to build a next-generation private cloud infrastructure, combining KVM, Ceph, and SDN technologies to create a data center scale cloud that 'just works' and provides a mission-critical cloud for edge and core enterprise deployments. We're hiring squad leaders with experience in high-quality microservice architectures, high-performance teams...


  • San José, Costa Rica Canonical - Jobs A tiempo completo

    Our mission is to build a next-generation private cloud infrastructure, combining KVM, Ceph, and SDN technologies to create a data center scale cloud that 'just works' and provides a mission-critical cloud for edge and core enterprise deployments. We're hiring squad leaders with experience in high-quality microservice architectures, high-performance teams...


  • San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

    OverviewThe Straumann Group, a leading player in the dental implant industry, is seeking an experienced Customer Service Management Lead to oversee its local Customer Service Team. Located in Heredia, Costa Rica, this role offers a unique opportunity to drive excellence in customer service and contribute to the company's mission of changing dentistry every...


  • San José, Costa Rica Pfizer A tiempo completo

    Pfizer's Global Business Services (GBS) Shared Services is a well-established operation with beginnings in Memphis, Tenn., in 1997. The organization expanded to Europe in 2003, Asia in 2007, Latin America in 2013, Eastern Europe in 2014, and AFME in 2016. GBS Shared Services has a workforce of more than 1,000 Pfizer colleagues. The GBS San Jose Financial...

  • Customer Success Manager

    hace 2 semanas


    San José, Costa Rica Hewlett Packard Enterprise A tiempo completo

    Customer Success Manager This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office. Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. Aruba is redefining the...


  • San José, San José, Costa Rica Stage 4 Solutions Inc A tiempo completo

    Stage 4 Solutions Inc is a leading US-based B2B software company seeking an experienced Customer Success Manager (CSM) to drive customer success and adoption of their technology.The ideal candidate will have 8+ years of experience in customer success management for backup, storage, or networking solutions, supporting enterprise customers. Technical knowledge...


  • San José, San José, Costa Rica Wns Global Services A tiempo completo

    About WNS Global ServicesWe are a global Business Process Management (BPM) leader, serving over 400 clients across various industries. Our team is dedicated to delivering exceptional service and innovative solutions that drive agility and excellence in our clients' business processes.Our MissionWe enable our clients to outperform by providing a partnership...


  • San José, Costa Rica Pfizer A tiempo completo

    Job Description Core HR Services is a part of Pfizer’s Global Business Services (GBS) and Transformation group. It is responsible for the design and execution of core HR global processes administration for the full employee lifecycle, excluding recruitment and onboarding. Additionally, Core HR Services is responsible for the delivery of the full employee...


  • San Rafael, Costa Rica Swarovski A tiempo completo

    ABOUT THE JOB: At Swarovski, where innovation meets inspiration, our people desire to explore, experience, and create. Our Global Business Services (GBS) Spoke, based in San Jose, Costa Rica is an attractive workplace, which delivers high quality multi-functional services, provides functional expertise, and ensures a continuous improvement of our process...


  • San José, San José, Costa Rica Arxada A tiempo completo

    About the RoleWe are seeking an Order Management and Customer Service Coordinator to join our team at Arxada. This role is based in Costa Rica, offering a unique blend of work-from-home and office-based responsibilities.The ideal candidate will have experience in shared service centers, customer service, and supply chain management. Proficiency in SAP and...


  • San Francisco, Heredia, Costa Rica Straumann Group A tiempo completo

    **Transform Customer Experiences at Straumann Group**We are seeking a seasoned Customer Service Management Lead to join our team in Costa Rica. In this pivotal role, you will lead and develop a local Customer Service Team to deliver exceptional customer experiences to Straumann's internal and external customers.The ideal candidate will have 3+ years of...


  • San José, San José, Costa Rica Midland Credit Management, Inc. A tiempo completo

    About Our TeamWe're a global organization of over 4,000 employees dedicated to helping consumers achieve financial recovery and build a better life. We prioritize hiring exceptional individuals who bring diverse perspectives, a collaborative spirit, and a passion for delivering breakthrough results.The Service Desk Specialist will be responsible for...